Job Description: Customer Service / Operations Coordinator
Job Summary
We are seeking a proactive and customer-focused Customer Service / Operations Coordinator to coordinate day-to-day customer service and operational activities. The role will serve as a key point of contact for customers, internal teams, vendors, and service partners, ensuring customer requests, orders, deliveries, and operational requirements are handled accurately and within agreed timelines.
Key Responsibilities
- Serve as the primary point of contact for customers regarding orders, service requests, deliveries, and operational queries.
- Respond promptly and professionally to customer inquiries through phone, email, and other communication channels.
- Coordinate customer orders from receipt through processing, fulfillment, and delivery.
- Monitor order status and provide timely updates to customers and internal stakeholders.
- Coordinate with warehouse, logistics, sales, accounts, and other departments to ensure smooth order execution.
- Track shipments, deliveries, service schedules, and pending customer requirements.
- Resolve customer complaints and operational issues by coordinating with relevant teams and ensuring timely closure.
- Maintain accurate customer, order, shipment, and service records in ERP/CRM systems.
- Prepare daily, weekly, and monthly operational and customer service reports.
- Monitor service levels, turnaround times, pending orders, and customer commitments.
- Follow up on outstanding actions and ensure deadlines are met.
- Identify recurring customer or operational issues and recommend process improvements.
- Support the implementation and adherence to standard operating procedures.
- Maintain proper documentation for orders, customer communications, deliveries, and service activities.
- Coordinate with external vendors, transporters, and service providers when required.
- Escalate critical customer or operational issues to the appropriate manager.
- Support other administrative and operational activities as assigned.
Qualifications
- Bachelor's degree or diploma in Business Administration, Operations, Logistics, Customer Service, or a related field.
- 2–5 years of experience in customer service, operations coordination, order management, logistics, or a related role.
- Experience working with ERP, CRM, order management, or customer service systems is preferred.
- Good working knowledge of Microsoft Office, particularly Excel and Outlook.
Key Skills
- Customer service and relationship management
- Order and operations coordination
- Excellent verbal and written communication
- Issue resolution and problem-solving
- Time management and prioritization
- Cross-functional coordination
- Data entry and documentation
- ERP/CRM system proficiency
- Attention to detail and accuracy
- Follow-up and task management
- Ability to work under pressure and meet deadlines
Key Performance Indicators (KPIs)
- Customer response and resolution time
- Order processing accuracy
- On-time order fulfillment and delivery coordination
- Customer satisfaction
- Complaint resolution and closure rate
- Pending order/action aging
- Data and documentation accuracy
- SLA adherence
- Internal and external stakeholder satisfaction
Preferred Candidate Profile
The ideal candidate will be a highly organized and customer-oriented professional with strong communication and coordination skills. The candidate should be able to manage multiple priorities, follow up effectively with internal and external stakeholders, resolve operational issues promptly, and maintain a high standard of customer service.
